Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
How to run a perfect Net Promoter Score campaign [Webinar]Retently
We explain the basics of Net Promoter Score and how to choose a good service to get started with. We’ll show you how to personalize your survey, what are the advantages and disadvantages of various survey channels. You will learn the main differences between on demand and transactional NPS, how to avoid the most common mistakes, how to efficiently close the feedback loop and finally - what is a good NPS score.
You can watch a recording of this webinar here: https://retently.wistia.com/medias/jrorlz4ie2#
MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
An introduction to NPS - Net Promoter ScoreStartquestion
Learn how to gather valuable data with the use of a client loyalty assessment tool.
Startquestion - Online surveys, forms, and tests.
Net Promoter, Net Promoter Score, and NPS are registered trademarks of Satmetrix Inc., Bain & Company Inc., and Fred Reicheld.
Learn more about how to avoid mistakes in NPS surveys:
https://blog.startquestion.com/7-mistakes-in-nps-questions-find-out-how-not-to-make-them-in-your-online-survey/
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Key learnings:
-Using advanced analytics to uncover monetization opportunities
-Types of campaigns you should automate to drive engagement and save you time
-Lifecycle optimization to take you from activation to repeat purchase
-Tap into dormant and churned users for new monetization opportunities
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Dan Olsen, The Lean Product Playbook , @danolsen
Room: C260
Everyone working on a new product is trying to achieve the same goal: product-market fit. Although product-market fit is one of the most important Lean Startup concepts, it’s also the least well defined. Dan Olsen shares the top advice from his book The Lean Product Playbook, including the Product-Market Fit Pyramid: an actionable model that breaks product-market fit down into 5 key elements. Dan also explains the Lean Product Process, a 6-step methodology with practical guidance on how to achieve product-market fit, illustrated with a real-world case study.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
Analytics and AI based Retention in e-commerceCleverTap
This SlideShare will help you understand how CleverTap's AI/ML enabled features help brands convert, grow, and retain users.
CleverTap's advanced features like Psychographic Segmentation, and Intent Based Segmentation use machine learning models to determine the propensity of users to perform an action or like a category of product. Similarly, CleverTap's Product Recommendations make use of sophisticated AI to recommend products to users based on their past behavior.
A primer to growth hacking. Starts with the story of one of the web's most legendary growth hacks, then gets into what growth hacking is and how you can put it to work for your company. Originally presented at Growth Hacking Asia Singapore in Nov 2014
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
I.
Be able to measure customer satisfaction.
i.
Understand the importance of measuring customer satisfaction.
ii.
Evaluate techniques of assessing customer response.
iii.
Design a customer satisfaction survey.
iv.
Review the success of a completed survey.
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Key learnings:
-Using advanced analytics to uncover monetization opportunities
-Types of campaigns you should automate to drive engagement and save you time
-Lifecycle optimization to take you from activation to repeat purchase
-Tap into dormant and churned users for new monetization opportunities
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Dan Olsen, The Lean Product Playbook , @danolsen
Room: C260
Everyone working on a new product is trying to achieve the same goal: product-market fit. Although product-market fit is one of the most important Lean Startup concepts, it’s also the least well defined. Dan Olsen shares the top advice from his book The Lean Product Playbook, including the Product-Market Fit Pyramid: an actionable model that breaks product-market fit down into 5 key elements. Dan also explains the Lean Product Process, a 6-step methodology with practical guidance on how to achieve product-market fit, illustrated with a real-world case study.
5 Steps Guide to Building a Customer Centric CompanyCustomericare
Many companies claim to be customer centric nowadays but very few really are. Here's a simple guide to help you be one of the few truly customer-centric companies out there.
Bonus: checklists to download, print and share (no email needed, just grab them in the slides)
Analytics and AI based Retention in e-commerceCleverTap
This SlideShare will help you understand how CleverTap's AI/ML enabled features help brands convert, grow, and retain users.
CleverTap's advanced features like Psychographic Segmentation, and Intent Based Segmentation use machine learning models to determine the propensity of users to perform an action or like a category of product. Similarly, CleverTap's Product Recommendations make use of sophisticated AI to recommend products to users based on their past behavior.
A primer to growth hacking. Starts with the story of one of the web's most legendary growth hacks, then gets into what growth hacking is and how you can put it to work for your company. Originally presented at Growth Hacking Asia Singapore in Nov 2014
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
Customer Retention: Why Your Dog Would Make More Money Than YouChris Hexton
Customer Retention is extremely important for any online business, though is often overlook. Learn how to increase your customer retention rate (and reduce churn) with these tips and tricks.
Email Marketing Tips: How to Growth Hack the InboxChris Hexton
Email marketing isn't about making noise, it's about listening to data. It's easier than you think to send the right emails at the right time, every time.
These slides offer great email examples from Airbnb, Amazon, Uber and SumAll. These aren't "blast" emails ... they are highly targeted and personalized triggered emails. This is your unfair advantage.
Hear Chris Hexton and Sean Ellis present these slides here: http://blog.getvero.com/webinar-how-to-growth-hack-the-inbox/
Chris Hexton (CEO and Co-Founder of Vero) shares the gritty and true story of how Vero began.
From working on Invc.me, an online invoicing solution, to iterating and learning quickly what works and does not work, Vero was born.
Learn how to:
- Implement 'lean startup'
- Be cold and efficient in making decisions
- Tough it out!
- Get your first paying customers in SaaS
Building Intelligent Customer Service with Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres and service organisations. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
[Series] Critical Channels of Choice - Part 1: CX Now…CX How? Explore the StackPrecisely
As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
Social Media for Customer Service Report 2013Liam Dowd
A 15-page intelligence report that delves into the area of social media for customer service. It contains analysis, insight and case studies including:
• Are you listening?
• Social CRM
• Making connections
• Future social care
• Practical tips
Social media is changing the game for customer service, the voice of the customer is now more important than ever.
With the increasing demand from customers to communicate via social media channels it is your responsibility to keep ahead and actively support customers in the channels of their choice.
This intelligence pack will give you first hand insight into how Newegg, Whole Foods, Capital One and U-Haul are handling, integrating and measuring social
customer service.
These four brands, plus a further 20 other leading social brands will be sharing expert insight at this year's #CSMCS.
Find what key issues will be discussed and who else will be there. Visit - http://ow.ly/zrD2j
Social Customer Service 2014 - How Social Media is transforming Customer Se...Die Socialisten
How Social Media is transforming Customer Service - Expectations & Chances
Customer Support on Social Media - What reaction-time do customers expect?
How fast do you expect a company to respond when you ask a question or post a message at their Facebook page?
How fast do you expect a response when you post a question or complaint via Twitter?
Taking friction out of banking white paper - USNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
Software is having an impact on everyone’s lives and we’re fascinated by its effect on user behavior. Building on our existing financial sector expertise, Beyond wanted to fully understand how people’s behavior is changing in one of the world’s oldest industries and what this change means for the future design of products and services in banking.
The Economist Intelligence Unit surveyed consumers to ask what they want from companies and how they rate companies for customer service. And we asked company executives about their attitudes to customer service and how well they think they are doing in joining up all of the new technologies in use today.
CX Action Management Study - How Good Are Companies at Converting Customer Fe...Andy Mura
Download the full study here: https://www.zenloop.com/en/resources/whitepaper/action-management-study/
How effective are companies in converting customer insights into action and triggering initiatives to improve customer experience, products, processes, and services? Action Management pioneers zenloop studied and surveyed a global community of CX professionals and customer-centric organizations to find out.
The purpose of the study was to link Action Management with specific internal processes at companies that collect customer data. We wanted to measure how effective and fast companies of different sizes are when reacting to customer feedback.
To give an adequate overview of the hurdles companies face when improving processes, products, or services based on customer data, this study focused on the following topics:
How reactive companies are to customer feedback
How companies collect and manage insights
What the main obstacles of customer-driven actions are.
Preventing Customer Rage – How to Defuse Common Customer ComplaintsSocial Media Today
Who hasn’t had a bad customer experience at some point or another? From slow or no response on social media, to being passed around between departments on the phone, to being inundated with surveys after not solving your problem, companies can do things that drive us crazy. If your company’s customers have experiences like this too often, rage can result and damage your brand. Even among well-meaning customer experience professionals, sometimes systems fail, policies inhibit doing what is best for the customer, or the smartest people make mistakes. And again, customers are left feeling frustrated or worse. How can you avoid conflicts before they turn to anger?
In this program we will take real world customer complaints and talk about the root causes behind them, considering how to fix them as well as how to ensure the problems behind them don’t become the norm at your company.
The keynote presentation from UserConf 2012. Richard White, CEO of UserVoice.com, talks about how business on the web has changed...and why taking care of customers is the only way you can succeed anymore.
Check out the video of this talk on YouTube: http://www.youtube.com/watch?v=qKapwfmpvew
Learn more about UserConf at http://www.userconf.co
20 Social Customer Service Stats to Share With Your BossSparkcentral
Need some validation on why social customer service should become part of your overall customer service strategy? Here are 20 stats you can share with your boss to kickstart a social customer service program today!
Software is having an impact on everyone’s lives and we’re fascinated by its effect on user behavior. Building on our existing financial sector expertise, Beyond wanted to fully understand how people’s behavior is changing in one of the world’s oldest industries and what this change means for the future design of products and services in banking.
Taking friction out of banking white paper - UKNils Mork-Ulnes
In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.
Similar to 50 Facts That Will Make Businesses Rethink their Customer Service (20)
Why TinderBox Moved to Desk.com and the Salesforce1 PlatformDesk
Learn how TinderBox leveraged Salesforce.com's social, mobile and cloud technologies to become a Customer Company and grow on the Salesforce1 Platform.
How to Go Above and Beyond Customer Service, Superhero StyleDesk
In today's day and age of immediate solutions and mobile services, customer expectations of a company's support are higher than ever. In order for your business to thrive in this social world, you can't just have normal customer service reps...you need to have Agent Superheroes.
For most retailers, once the clock strikes midnight on Black Friday, they will constantly be racing against an unforgiving clock to solve every holiday customer question. This is why there is no better time of year than to pull out all of the stops to make sure every agent is as fast and productive as possible.
Click here for 100 FREE Flex Hours from Desk.com - just in time for the Holidays: http://bit.ly/HolidayRush2013
Your company needs to understand the customer issue at hand in order to resolve the problem. The more open you are to customer complaints, the better. Learn what's a myth and what's a reality with customer service myths see how it changes the way you do business.
See more at: http://www.desk.com/customer-service/myths#sthash.8bFG8jck.dpuf
Most call centers are pressured to “get calls down and reduce talk time”. Time spent on calls is not viewed as investment but simply cost. This webinar builds on the blog and service myths paper and focuses on the silent majority of customers who are unhappy but never complain and show the need and benefit of an effective response/contact management support system. For every incremental dollar invested in handling calls from unhappy or befuddled customers, the company makes three to ten dollars in incremental revenue plus fosters positive word of mouth (WOM) where negative WOM existed in the past. This case compels both CFOs and CMOs to rethink their view of service.
This 4th of July we are celebrating with business insights from real American leaders! Flip through 20 of these leaders and leave a comment of some of your favorites or any additions!
Self-Service: The Golden Ticket for a Personalized Customer ExperienceDesk
In this guide, you’ll learn how self-service can lower costs, improve productivity, and lead to a more personalized and profitable customer experience. From setting goals to measuring your results, discover industry-proven steps to using self-service successfully in your own organization.
The Bonobos Ninjas Handbook to Customer ServiceDesk
In this recorded webinar, Desk.com rolls up their sleeves and shoots straight with the Bonobos Ninjas asking about their secret sauce to providing world-class customer service and how they gained a competitive edge for their business.
10 Insights to Deliver Amazing Customer ServiceDesk
Think of the last time you contacted a "typical" company. Did you feel appreciated, acknowledged, or loved by their response? If so, that's great! If not, maybe you need to share these tips with them - they describe how to move from Customer Service vision to the actual practice of making customers happy at scale. We'd love to hear your tips as well, so feel free to add them in the comments!
Leveraging the Cloud: Getting the more bang for your buckDesk
Cloud management and monitoring includes a broad set of tools that help cloud managers to keep track of their deployment health, utilization, consumption and cost.
This deck will cover techniques and best practices for efficient cloud deployment, specifically: how to implement capacity, utilization and cost metrics in your AWS cloud deployment in order to maximize the ROI.
In an age where the social customer has risen to new heights, customer support teams have been required to adjust to meet the needs of their customer base more than ever. For Desk.com, our team strives to provide what we like to call: "Customer WOW"
The real Customer WOW happens when you combine empathy and understanding for the challenge the customer is facing, identify and resolve the issue with skill (and bonus points for style), and drive and scale that learning back into the organization. Desk.com's Customer WOW team has taken it upon themselves to divulge some of the deep secrets of how to achieve these results. Check out their 13 principles to providing Customer WOW.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
50 Customer Service Quotes You Need to Hang In Your OfficeDesk
Customer service is tough in any industry. However, companies and organizations that produce incredible service to every customer have a clear competitive advantage. To remind you of the amazing opportunities that powerful customer service holds, here is a compilation of insightful words of wisdom from the best in the business.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
There are many differences between business relationships and personal ones, but there are surprisingly a lot of similarities when it comes to being successful in either. Whether you’re looking for a long term relationship with a loved one (or potential loved one), or having a successful business; being able to nurture a relationship in just the right way is key to achieving that goal. Here are 10 rock solid tips to live by if you’re looking for true love in your personal life, or building a strong business relationship with your customers.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
7. …increases profits up to
125%
Bain & Company,“Prescription for Cutting Costs,”2011.
A 5% increase
in customer retention…
2.
8. Companies that prioritize the customer experience generate
Gartner Group,“Leading on the Edge of Chaos,”
60% higher profits
than their competitors.
3.
9. To cut losses and improve profits,
consider moving portions of your budget towards
improvements in customer retention.
10. A 2% increase in customer retention…
Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”
4.
11. A 2% increase in customer retention…
Emmet Murphy & Mark Murphy,“Leading on the Edge of Chaos”
has the same effect as
decreasing costs by
10%.
4.
12. On average, loyal customers are worth up to
10 times
as much as their first purchase.
White House Office of Consumer Affairs
=
5.
13. It is 6-7 times more expensive
White House Office of Consumer Affairs
to acquire a new customer than it is to keep a current one.
6.
14. Where do you begin providing better service to improve
customer retention…
15. …by providing a consistent customer service experience
throughout multiple channels.
16. 9 out of 10
consumers
Synthetix,“7 out of 10 people think online customer service will dominate over traditional call-centres within a decade,”2012.
expect to receive a
consistent experience
over multiple customer
contact channels.
7.
17. 91%of customers say they
would use an online
knowledge base if it
were available.
Online customers desire a
knowledge base to self-serve
8.
Coleman Parkes, Online Survey, 2012
18. Here is an idea of where your customers are asking
questions…
22. as the greatest barrier
to improving
multichannel
customer experience.
Multichannel Customer Experience Report
40% of organizations
cite ‘complexity’
10.
23. But your customers are looking for a
consistent multichannel experience!
24. Synthetix,“7 out of 10 PeopleThink Online Customer ServiceWill Dominate Over
Traditional Call-CentresWithin a Decade,”2012
90%
of consumers
will always
check a website
first before emailing or
calling you.
Online customers desire a
knowledge base to self-serve
11.
25. One in five shoppers
prefer online chat over any
other communication
method.
LogMain and the e-tailing group,“Fourth Annual BoldChat Live Chat Effectiveness,”2012
Provide Online Chat to give
customers timely responses
12.
26. 50%
of smartphone users
want to have the ability to
resolve their issue on a
smartphone app.
SpeechCycle and Echo Research Study
Can your customers seek help using
a mobile device?
13.
27. 84% of US adults
Tealeaf,“MobileTransaction Research Report,”2011, http://www-01.ibm.com/
software/marketing-solutions/tealeaf/
who have conducted an online transaction through a
mobile device in the last year reported a problem.
Can your customers seek help using
a mobile device?
14.
28. 94%
of all online retailers provide
email customer service…
Customers want their problems
solved immediately with email
Zak Stambor,“Internet Retailer,”2010
15.
29. Zak Stambor,“Internet Retailer,”2010
but
27%
of email
inquiries are
answered
incorrectly.
94%
of all online retailers provide
email customer service…
Customers want their problems
solved immediately with email
15.
30. 85% of consumers are
dissatisfied with their phone
experience.
Gartner
Providing solid customer service via
phone is key
16.
31. In the last year, 67%of
customers have hung up the
phone out of frustration
because they could not talk to
a real person.
Gartner
Providing solid customer service via
phone is key
17.
Consumer Reports Survey, 2011
32. Which channel is on the rise as one of the
most important to take charge of?
37. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
46%of online customers
expect brands to
provide customer
service on Facebook.
18.
38. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
NOTHING!
23%provide it!
but only
19.
39. Oracle,“ConsumerViews of Live Help Online 2012: A Global Perspective,”March 2012.
http://www.emarketer.com/Article/Social-Media-Customer-Service-Faces-High-Bar/1009097
23%provide it!
but only
NOTHING!
19.
40. of companies ignore customer
complaints on Twitter.
Maritz Research and evolve24
70%
20.
41. Maritz Research and evolve24
of companies ignore customer
complaints on Twitter.70%
20.
51. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%of consumers in the U.S.
said they stopped doing
business with a company
due to a poor customer
service experience.
24.
52. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%
Of these,
55%
said a company’s failure
to resolve their problems
in a timely manner
drove them away.
of consumers in the U.S.
said they stopped doing
business with a company
due to a poor customer
service experience.
25.
53. RightNowTechnologies,“The Customer Experience Impact 2010 Report,”2010.
82%of consumers in the U.S.
said they stopped doing
business with a company
due to a poor customer
service experience.
Of these,
55%
said a company’s failure
to resolve their problems
in a timely manner
drove them away.
25.
54. 69% of
customers
said they were
on hold for too
long when
seeking help
from a company.
Harris Interactive, Customer Experience Impact Report26.
55. 71% of online
chat customers
expect assistance
within five
minutes.
http://socialmediatoday.com/parature/1204571/2013-s-new-need-know-online-customer-service-statistics
27.
56. 41 percent of consumers
expect an email response
within six hours.
28.
57. 41 percent of consumers
expect an email response
within six hours.
and
14
never
response
at
all.
36%
Only
of U.S. companies
respond that quickly…
29.
58. 41 percent of consumers
expect an email response
within six hours.
and
14
never
response
at
all.
36%
Only
of U.S. companies
respond that quickly…
14%
and
NEVER respond at all!
30.
59. In today’s world, word of bad customer service
doesn’t stop at the end user…
60. reaches more
than twice as
many ears
White House Office of Consumer Affairs
as praise for a
good service
experience.
News of bad
customer service
31.
61. People tell
an average
9 people
about a
good
experience.
http://about.americanexpress.com/news/pr/2011/csbar.aspx
32.
62. People tell
an average
9 people
about a
good
experience.
And 16
about a bad
one.
http://about.americanexpress.com/news/pr/2011/csbar.aspx
32.
64. In 2011, 7 in 10 Americans said
they were willing to spend more with
companies they believe provided
excellent customer service
White House Office of Consumer Affairs33.
65. More than 60% of consumers
Social Media for Customer Service, ClickFox
are influenced by other consumers' comments.
34.
66. Don’t take the cost of your customers receiving poor
experiences lightly…
67. 64% of customers
have made future purchases from a
company’s competitors after
experiencing poor customer service.
http://www.linkedin.com/today/post/article/20121029135410-284615-new-statistics-customer-experience-loyalty
35.
68. Average annual
value of each
customer
relationship lost to
a competitor or
abandoned.
Genesys,“The Cost of Poor Customer Service”
$289
36.
69. It takes 12 positive experiences to
make up for one unresolved negative
experience.
=
“Understanding Customers,”Ruby Newell-Legner
37.
70. 82%of U.S. consumers said they stopped doing business with a company
due to a poor customer service experience.
RightNowTechnologies38.
71. Poor customer experiences
result in an estimated
Parature Customer Service Blog
$83 billion loss
by US enterprises each
year because of
defections and
abandoned purchases.
39.
72. of consumers have bailed on a transaction
or not made an intended purchase
because of a poor service experience.
American Express Survey, 2011
78%
40.
73. If your business makes a focused
effort on customer service,
you and your customers will see positive
results…
74. Right Now,“Customer Experience Report: North America”
55%
of customers
recommended a company
because of their customer
experience.
41.
76. and achieved
the strongest
sales growth
(20%)
http://www.instituteofcustomerservice.com/1768-8887/The-missing-link-How-customer-service-drives-sales-and-market-share.html
Amazon had the
best customer
satisfaction
(91.7%)
43.
77. love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
44.
78. love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer service.
44.
79. love a brand because…
Harris Interactive, 2011 Customer Experience Improvement study
73% of consumers
of friendly customer service.
44.
80. 81% of companies with
strong capabilities and competencies
for delivering customer experience
excellence…
45. Peppers and Rogers,“Customer Experience Maturity Monitor”
81. 81% of companies with
strong capabilities and competencies
for delivering customer experience
excellence…
Peppers and Rogers,“Customer Experience Maturity Monitor”
…are outperforming
their competitors.
45.
86. are based on how the
customers feels they are being
treated.
McKinsey
70% of buying experiences
47.
87. 68% of customers
leave because they were
upset with the treatment
they received whilst
speaking to a customer
service rep.
US Chamber of Commerce
48.
88. Make sure your reps are armed with the right tools to
answer customers quickly and accurately.
89. NICE Systems,“Customer Channel Preference Survey,”2013.
40%
of customers that expect representatives
they speak with to already know
about their previous attempts to
resolve an issue.
49.
90. When you start with the bottom line, you improve
the customer experience and a happy customer
means repeated business,
which means more profit for your business.
92. What is a support tool that will help you with:
Multichannel Support,
Agent Response Time,
Customer Retention,
Social Media Management?
93. Sign up for a free trial!
Use Salesforce’s customer support app
to easily manage tickets from various
channels, respond to customers faster
and overall grow your business!